Senior Manager, HPC Researcher Experience

Mass General Brigham • Somerville, MA

3d • Hybrid

About The Position

Mass General Brigham Digital supports the organization’s clinical, operational, research, and academic missions through secure, reliable, user-centered technology services. Digital Research Operations provides specialized platforms, infrastructure, and support for data-intensive biomedical research. The Senior Manager, HPC Researcher Experience builds, leads, and continuously improves the researcher-facing experience for Mass General Brigham’s high-performance computing platform. The role ensures that investigators, research staff, trainees, and collaborators can effectively access and use scientific computing and HPC services.

Serving as a bridge between MGB researchers and the HPC platform, this position combines relationship management, service leadership, training and adoption, roadmap input, and close partnership with HPC Engineering. The Senior Manager uses researcher feedback, support trends, usage patterns, service metrics, and strategic priorities to improve usability, documentation, self-service capabilities, communications, and the overall HPC experience. The role also leads and develops assigned staff and scales the support function as platform adoption grows.

The position is hybrid, with 1–4 days per week onsite at Assembly Row in Somerville, Massachusetts, and an average of at least four onsite days per month. Remote workdays require a quiet, secure, compliant workspace; MGB will ensure candidates have a HIPAA-compliant workspace, and the workspace will be viewed and confirmed via Microsoft Teams Video on day one for remote and/or hybrid hires.

Requirements

• Bachelor’s degree in computer science, information systems, engineering, life sciences, biomedical informatics, or a related field; equivalent experience may be considered in lieu of a degree.
• At least 8 years of experience in high-performance computing support, scientific computing, academic technology support, IT service management, or a related technology field.
• At least 2 years of people management, service management, technical program leadership, or operational leadership experience.
• Experience supporting and managing relationships with researchers, faculty, trainees, lab groups, technical users, or academic departments in a scientific computing, biomedical research, academic technology, or complex technology service environment.
• Working knowledge of HPC concepts, scientific software, job scheduling, storage, cluster environments, modules and containers, user accounts, access controls, and common researcher support needs.
• Demonstrated experience leading a support function, service portfolio, user engagement program, or operational team, using metrics and stakeholder feedback to improve services, priorities, staffing plans, documentation, and training.
• Experience developing or delivering technical training, workshops, office hours, onboarding materials, user documentation, or outreach programs for technical audiences.
• Strong customer service orientation and ability to communicate clearly with researchers, technical staff, leadership, and institutional partners.

Nice To Haves

• Advanced degree.
• Knowledge of security, HIPAA and privacy, compliance, identity and access management, and risk management practices relevant to healthcare or academic research environments.

Responsibilities

• Own and continuously improve the researcher-facing HPC service strategy and operating model, including intake, triage, escalation, communications, knowledge management, service standards, and operational reporting.
• Partner with the Senior Manager, HPC Engineering, engineering staff, Digital Research Operations leadership, and institutional stakeholders to align researcher experience, platform reliability, operational readiness, roadmap priorities, and adoption goals.
• Set priorities for the researcher-facing service experience team, balancing support demand, onboarding volume, training needs, service improvement work, and readiness for platform changes.
• Develop and execute outreach, engagement, onboarding, training, office hours, user forums, documentation, and feedback programs to help the MGB research community adopt and use scientific computing and HPC services effectively.
• Serve as a senior relationship manager for MGB research labs, investigators, research staff, trainees, core facilities, departments, and institutional partners, connecting scientific computing and HPC capabilities to research needs.
• Own the researcher-facing HPC feature roadmap by translating lab input, support trends, usage patterns, training gaps, and strategic priorities into prioritized improvements to usability, documentation, self-service capabilities, and the researcher experience.
• Track service health measures and provide regular updates, analysis, and recommendations to Digital Research Operations leadership on adoption, support demand, risks, resource needs, and improvement priorities.
• Lead researcher-facing communications and impact management during incidents, maintenance windows, service changes, and platform upgrades, in partnership with technical teams and Digital Research Operations leadership.
• Lead, coach, and develop assigned staff, fellows, and contributors, setting expectations for service quality, responsiveness, prioritization, collaboration, professional development, and continuous improvement.
• Scale the researcher-facing support function as platform adoption grows, including roles, coverage models, onboarding plans, documentation expectations, future staffing needs, and measures of program success.
• Promote accountability, responsiveness, collaboration, continuous improvement, technical curiosity, and service excellence aligned with Mass General Brigham values.
• Perform other duties and responsibilities as assigned.

Benefits

• Comprehensive benefits.
• Career advancement opportunities.
• Differentials, premiums, and bonuses as applicable.
• Recognition programs designed to celebrate contributions and support professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior